May have just completed training or part of a training process. Refurbishment – The process of restoring, renovating or modernising a hotels rooms or public areas to bring them up to a certain standard. Key fob – A decorative and descriptive plastic or metal tag attached to a hard key. OOO – Out of Order is the status of a guestroom that is not rentable because it is being repaired or redecorated. Pre-opening budgets also include the initial costs of employees’ salaries and wages, supplies, crockery, cutlery and other such items. Submitted by professionals in the hotel and planner side of hospitality, these were the most common hotel acronyms and abbreviations that professionals need to know. Total Quality Management ( TQM ) – A management technique that encourages managers to look critically at process used to produce products and services. Alternatively, it is possible to re-send the confirmation email by going to reservation details. Motels – Hotels that are located primarily on highways. Water closet – Sanitary fitting consisting of the toilet bowl and the cistern. Service directory – This is a booklet in which the services offered to guests by the hotel are listed, along with the intercom numbers to reach the relevant departments. Sales indicators – Number of guest and revenue generated. Cabana – A room adjacent to the pool area, with or without sleeping facilities, but with provision for relaxing on a sofa. Occupancy percentage – The number of rooms sold devided by the number of rooms available. Rooms Yield – Average revenue of all rooms, divided by the number of rooms in a hotel, divided by 365 nights. making a reservation — Guests will ask to make a reservation (book a room) when they’d like to stay in the hotel. Early check-in and late check-out may be available up request. Conference call – A conversation in which three or more persons are linked by telephone. Brainstorming – An idea gathering technique that uses team interaction or generate as many ideas as possible within a given time period. Float – The delay in payment from an account after using a credit card or personal check. Processes and manages reservations for one or multiple hotels. Common GDS include Sabre, Galileo and Amadeus. Antique – Antique furniture belongs to the period before 1840, though nowadays any pieces of furniture that is more than 100 years old is considered an antique. Point of sale – An outlet in the hotel that generates income such as a restaurant, gift shop, spa etc. For example, an occupancy rate of 95% would mean that 95% of a hotels room inventory is presently occupied. Linen chute – A passage in the form of a tunnel for sending soiled linen from the floor pantries of all floors to a central place near the laundry, from where it can be collected by the laundry staff. C&E (or C and E) – Conference and Events. MICE – Meetings, Incentives, Conventions and Exhibitions. Hubbart formula – A method used to computed room rate that considers such factors as operating expenses, desired return on investment and income from various departments in the hotel. Defection rate – A measure of guest dissatisfaction, expresses as a  percentage of guest lost to competitors because of service related problems. Group Rates – Negotiated rates (usually discounted against standard rates) for group travel. American plan – A room rate that includes meals, usually breakfast and evening meal as well as room rental in the room rate. Crib – Cot for babies, provided to guests on request. Advance rates: Low rates advertised by the hotel to encourage guests to book in advance.A word of warning: advance rates are often pre-paid and non-refundable. Empowerment – The redistribution of power within an organization that enables managers, supervisors, and employees to perform their jobs more efficiently and effectively with the overall goal of enhancing service to guest and increasing profits for the organization by releasing decision-making responsibility, authority and accountability to every level within the organization. Computer supplies – Paper, forms, ribbons, ink cartridges needed to operate the system. Productivity standards – The quantity of work expected to be completed by each department employee. Groups are defined as minimum 10 persons staying at Icehotel. Additionally, the following terms and conditions apply when you make a tailor-made/group reservation with Icehotel. Mini bar – A fixture in modern guestrooms, this is a miniature refrigerator stocked with juices, liquor, and snack for the convenience of guests. Cancellation code – A sequential series of alphanumeric combinations that provide the guest with a reference for a cancellation of a guaranteed reservation. Separate rules apply for group reservations over 10 persons. Loyalty Programme – A rewards programme for those that stay at the hotel regularly. Private label cards – Credit cards issued by retail organization, such as a department store or gasoline company. All-suite – A level of service provided by a hotel for a guest who will desire an at home atmosphere. Hotels.com is a leading online accommodation site. Area inventory list – A list of all items and surfaces within a particular area that require the attention of the housekeeping personnel. A: The hotel address appears in the confirmation email that was sent at the time of booking. vacancy — This means space is available. Turn down service – A special service provided by the housekeeping department in which a room attendant enters the guestroom early in the evening to re stock supplies , tidy the room and turn down the covers on the bed in preparation for the night. Full-Board – In hotel parlance, a rate that includes three full meals. Commis Chef – A basic chef in larger kitchens. House count – The number of persons registered in a hotel on a specific night. Boutique Hotels – Generally refers to smaller, luxury hotels that differentiate themselves by their service and product offering. Dutch wife – Another term for the sewing kit provided as a guest amenity. Night Audit – the control process whereby the financial activity of guest’s accounts is maintained and balanced on a daily basis. Studio bed – this is dual purpose bed that is used as divan in the daytime and converts into a bed in the night after the removal of bolsters and covers. Daily sales report – A financial activity report produced by a department in a hotel that reflects daily sales activities with accompanying cash register tapes or point-of-sales audit tapes. Cashier – A person who processes guest check outs and legal tender and make change for guest. Agenda – A written plan for a meeting that indicates the date, time, and place for the meeting and the issues to be addressed. Principle negotiation – A process that helps conflicting parties resolve conflicts in such a way that all parties gain something from the resolution. Full house – 100 percent hotel occupancy; a hotel that has all its guest room occupied. Supportive communication style – A communication style that combines high sociability with low dominance, characterized by sensitivity , patience and preference for informal interactions. Late arrival: Hotels that don’t operate a 24-hour reception desk will need to make special … Drop him email and we'll add it in! Rack rate – The highest room rate category offered by a hotel. E.g) They may require a hotel to provide a response to a RFP to outline negotiated rates for the following year. An in house area in the hotel where linen and uniforms are washed, dry-cleaned and pressed. 12. Pat stock / par number – A multiple of the standard quantity of a particular inventory item that must be on hand to support daily, routine housekeeping operations. Please also check Housekeeping Terminology 1. E.g) 6 pax would be 6 people/passengers. Safety stock level – The number of purchase unit that must always be on hand in case of emergencies, damages, delays in delivery and so on. Database interfaces – the sharing of information among computers. Open section – A group of rooms that is not part of a room section for cleaning purposes. Hard water – Water that contains more than 60 ppm ( part per million ) of calcium and/or magnesium is called hard water. Surveillance equipment – Equipment such as CCTVs ( Closet circuit televisions ) that help to closely observe suspicious activities and persons. All rates are subject to … Advance Rates – Generally discounted rates to encourage guests to book in advance. Debit cards – Embossed plastic cards with a magnetic strip on the reverse side that authorize direct transfer of fund from a customer’s bank account to the commercial organization’s bank account for purchase of goods and services. Often requested by corporate guests. RDR – Residential Delegate Rate (per person rate for conference room hire, refreshments, catering including overnight accommodation). Cross-training – training employees for performing multiple tasks and jobs. These involve individuals purchasing the ownership of accommodations for a specific period of time, usually one or two weeks a year. Residential hotel – hotels that provide long term accommodations for guest. FF&E – Furniture, Furnishings and Equipment. Self-check-in process – A procedure that requires the guest to insert a credit card with a magnetic stripe containing personal and financial data into a self check in terminal and answer a few simple questions concerning the guest stay. VisitScotland – Tourist board for Scotland. Machine. Driving force – A force that tends to encourage change in a particular direction. The hotel reserves a right to apply special terms and conditions that differ from these in case of public holidays, … Rewards can vary, but typically include free stays, dining vouchers etc. House Count – The total occupancy of the hotel at any given moment. Continues improvement – The on going efforts within a company to meet the needs and exceed the expectations of customers by changing the way work is performed  so that products and services are delivered better, faster and at least cost than in the past. Wi-fi – Wireless fidelity. Quality service – Service that consistently  meet or exceeds customer expectation. Demographic data – Size, density, distribution, and vital statistic of population broken down into, for example; age, sex, marital status and occupation categories. Refers to restaurant and bar business. If you make a reservation, you arrange for something such as a table in a restaurant or a room in a hotel to be kept for you. Norming – The third stage of team development, during which relationships become cooperative and supportive as members learn that they can work together as a cohesive unit. Electronic key – A plastic key with electronic codes embedded on a magnetic strip. For all you hotel receptionists, here are the most commonly used expressions you’ll need to communicate with your international guests. Spotting – The specialized function of stain removal carried out by skilled personal called spotters, using appropriate equipment and stain-removal agents. Green Hotels – Generally refers to hotels making an active effort to operate sustainably and reduce their environmental impact. The difference between the two lies in the type of ownership. DDR – Day/Daily Delegate Rate (per person rate for conference room hire, refreshments, catering etc.). Units in condominium hotels have only one owner instead of multiple owners, each for a limited amount of time each year. This might be via telephone, website, email etc. Limited Service – A hotel that may not offer the full range of services typically expected of a hotel. Inter-hotel property referrals – A system in which one member-property recommends another member property to a guest. OTHER HOTELS OF THE CHAIN:- Sister hotels of the concerned property also become sources of booking. Transforming – The fifth and final stage of team development, when the group is either preparing to disband or facing a major change in its mission, membership, or environment. Your Pocket Hotel Terms Dictionary: A. The hotel reserves a right to apply special terms and conditions that differ from these in case of public holidays, special … Bonsai – Literally meaning “a plant in a tray” this refers to a tree or a plant whose typical growth in nature has been copied exactly in a miniature style within the confines of a container. Flowchart – An analysis of the delivery of a particular product or service. Guest histories – Detail concerning the guest’ visits, such as ZIP code, frequent of visits, corporate affiliation or special needs. CRM – Customer Relationship Management. How to use reservation in a sentence. Hollywood Twin room – A room with two twin beds but a common headboard, which is meant for two people. Guest Folio – A form imprinted with the hotel’s logo and control number and allowing space for room number, guest identification, date in and date out, and room rate in the upper left-hand corner; it allows for guest charges to be imprinted with PMS and is filed in room number sequence. Potential gross income – The amount of sales a hotel might obtain at a given level of occupancy, average daily rate and anticipated yield. ROH – Run of House. The various terms defined are typical of the room status terminology of the lodging industry. Business affiliation – Chain or independent ownership of hotels. KPI – Key Performance Indicator. Timeshares – vacation interval hotels. The Xotels Glossary clarifies hotel and revenue management terminology. For example, a boutique hotel may have different, themed rooms etc. He went to the desk to inquire and make a reservation. Also called the “American Plan.” Amenity – Any item or service included in a hotel room at the standard cost. A 3rd party who often sells a hotels room inventory on their behalf (and is paid a commission for any bookings referred) Examples of some of the main OTA's include Expedia, Booking.com, Hotels.com etc. Concierge – A person who provides an endless array of information on entertainment, sports, amusement, transportation, tours, church services and babysitting in a particular city or town. For example; wash basin, baths and lighting fixtures. GM – General Manager. RFP – Request For Proposal. Buff – To smooth the floor with a low speed floor polishing. Debit – An increase in an asset or a decrease in a liability. Cycle of service – The progression of a guest’s request for products and service through a hotel’s department. Alternatively, it is possible to re-send the confirmation email by going to reservation details. So when it comes to booking the perfect hotel, vacation rental, resort, apartment, guest house, or tree house, we’ve got you covered. 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